WorksheetsNon Aptos Issues
Total questions: 15
Worksheet time: 51mins
Error messages when accessing pages, for example an "Oops an error has occurred" or a "Server Unavailable" error message that are effecting all PCs in store, should be raised to ___
SCC Helpdesk
PMC Intranet
Level 2
Accenture
These are the following issues to be escalated to the WHS-SCC Helpdesk, except
Password resets for Global project site
Store email and Office 365 issues
Global Protect
CDS Login request
_ is a cloud-based application for Payroll & Tax, Benefits, Time and Attendance, Workforce Management, Human Resources, Talent Management, Document Management, and Analytics
Workforce Management
Dayforce
RMS Comms
WHS store called in to report that their Zebra HHT touchscreen is not working or is not aligned, these are the applicable troubleshooting steps that we can follow, except
Ask the store user to clean the HHT screen using a dry (non-scratch) cloth
Ask the store to charge the HHT and try again when there is sufficient battery life
Reboot the HHT
If issue is still unresolved, log the ticket to L2
TRUE or FALSE:
If you need to restart the services to resolve connectivity issues you should use the following batch script which restarts the relevant services in the correct order.
On the store server navigate to WHS Nordic Manager and then double click Restart_HHT_Services.bat to restart the services.
True
False
The following are the "Non Aptos" issues and to be tagged as SLA 8-P4 except for
HHT
Tablets
Intranet
Network /WAN
_ Runs the Nordic software and responsible for workflow of the HHT's. Used to interrogate database tables etc.
Services.msc
BTService
BTE Data Service
WHS Nordic Manager Service
TRUE or FALSE:
Any Thin Client tickets sent to Barron McCann are chargeable, and will required authorisation from WHS Ops Team before being raised to BMC.
(a)
TRUE or FALSE:
If a store requests a replacement Nordic scanner or a Nordic scanner needs to be fixed, DTS will need to create a ticket and escalate to Retail Response.
TRUE
FALSE
__ support many internal central functions to WHSmith, from the transfer of data within the WHS systems, data interfaces for store sales, to the applications required for setting up new items that are sold in both Travel and High Street, they are an integral supplier to WHSmith and are key business partners in WHSmith IT delivery.
SSR Dashboard
Accenture
Dayforce
Workforce Management
WH Smith S7319 store reports that they are locked out of their DataWatch account, what do we advise to our caller?
Ask them to contact Brett Betton – brett.betton@whsmith.co.uk
Ask them to contact Jemma Rowland - Jemma.Rowland@whsmith.co.uk
Ask them to contact Chris Waller – chris.waller@whsmith.co.uk
Escalate to WHS Data Watch Team
_ is a website stores can access through the intranet. This website is used by all staff and store managers to process payroll issues, holidays, sickness etc
Workforce Management
Accenture
Dayforce
RMS Comms
These are the following guidelines need to remember when handling Intranet & Outlook reset password, choose the applicable:
The password must be recorded in our tickets or sent across in emails for reference.
If the store are unable to test the new password whilst on the phone to us, ask them to test the new password within the next 15 to 30 mins and call us back if there are further issues.
Password reset can be shared to the caller if the requestor is too busy to do the resetting.
Obtain the full name of the caller and contact details and record this in your ticket (with correct spelling)
Once reset, advise the store it can take up to 45 minutes - 1 hour for password to reset, and to test in half an hour and call back if unable to login
TRUE or FALSE:
If all Zebra HHT's are having a connectivity issue, obtain the serial number and IP address then escalate to Peak Ryzex
FALSE
TRUE
WHS Store called in to report that they are having issues when printing SEP using the back office PC and got this error message. What resolver do we escalate for this issue? (Click the image)
